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Common Questions

If your package is in transit on the first delivery attempt, but you'd prefer to collect it, you'll have to place a 'hold for collection' request first. You can do this online using your UPS My Choice® membership, or you can speak with one of our customer service representatives. Then you may collect your package after you receive confirmation that it has been processed. If you have a 12-digit InfoNotice tracking number, you can request to collect your package online. Once you are on the Tracking Detail page, select Delivery Options. The Delivery Options window will appear, and you will need to select Collect my package from a UPS location.

Enter your tracking number into the Tracking tool to see what day your package is due to arrive. Our drivers typically deliver between 9:00 a.m. and 7:00 p.m. Choose Send Updates from Tracking to receive email or text notifications.

To help ensure the safety of your package, the driver will try to leave your package out of plain sight. We recommend that you check all exterior doors and any locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package. If you’re still unable to locate the package, contact the sender to start a claim.

Package senders or receivers can use our online submission process to report package damage. An inspection by a UPS representative may be required. You also have the option to submit photo documentation along with your claim. Although photo documentation is not a requirement, providing photos can help us resolve your claim more efficiently. If you are unable to submit a claim online, contact the sender to start a claim.

Check the Shipment Progress section in Tracking for details about changes in delivery schedule. Shipment movement information is captured each time we scan your tracking label in the UPS delivery system. There may be several days between scans if the package is going cross-country or moving between countries.